Director - Call Center Operations

MCI; Cape Town; On-site; ZAR 1,200,000 - 2,000,000; Full time

Job summary

MCI is seeking an experienced Director of Call Center Operations to lead performance and governance of contact center partners. This role will oversee outsourced and captive operations, ensuring top-tier service delivery while driving performance and continuous improvement across locations and partners.

The successful candidate will manage executive relationships, optimize operational performance, and align business objectives with customer experience goals.

Qualifications

• Bachelor's degree in Business Administration, Operations Management, Communications, Finance, or related field.
• 8+ years of progressive leadership experience within contact center operations, CX, BPO, service delivery, or vendor management.

Responsibilities

• Lead strategy, governance, and operational performance of contact center partners.
• Develop executive relationships with partner leadership to drive accountability and collaboration.
• Establish performance frameworks to meet service levels, quality, CX, and business goals.
• Conduct business and operational reviews with partners and internal stakeholders.
• Drive continuous improvement for efficiency, quality, CX, productivity, and costs.
• Coordinate with Operations, Workforce Management, QA, Training, Technology, Finance, and Client Services teams.

Skills

Leadership

Governance

Partner management

Stakeholder engagement

Operational leadership

Performance management

Contract & vendor mgmt

Education

Bachelor's degree in Business Administration

Operations Management

Tools

CRM platforms

WFM systems

Analytics/Reporting tools

Job description

MCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries. MCI delivers Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across a wide range of industries, including healthcare, retail, government, education, telecom, technology e-commerce, and financial services. Our contact centers are powered by both on-site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs.

At MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities and contribute to the success of a globally expanding, industry-leading organization.

We are seeking an experienced and strategic Director of Call Center Operations to lead the performance, governance, and operational oversight of our contact center partners. This role is responsible for ensuring exceptional service delivery across outsourced and/or captive contact center operations while driving performance, accountability, and continuous improvement.

The successful candidate will serve as a key leader responsible for managing strategic partner relationships, optimizing operational performance, and ensuring alignment between business objectives, customer experience goals, and partner execution. This individual will work closely with executive leadership, internal operational teams, and external partners to deliver scalable, high-performing contact center solutions.

The ideal candidate brings a strong background in contact center operations, partner management, service delivery, and operational leadership, with experience overseeing complex customer support environments across multiple locations, partners, or lines of business.

Key Responsibilities

• Lead the overall strategy, governance, and operational performance of contact center partners.
• Develop and maintain executive-level relationships with partner leadership teams to drive accountability, collaboration, and long-term success.
• Establish and manage performance frameworks to ensure partners consistently achieve service levels, quality standards, customer experience goals, and business objectives.
• Conduct regular business reviews, operational reviews, and performance assessments with partners and internal stakeholders.
• Drive continuous improvement initiatives focused on operational efficiency, customer satisfaction, quality, productivity, and cost optimization.
• Partner with internal Operations, Workforce Management, Quality Assurance, Training, Technology, Finance, and Client Services teams to ensure alignment and execution of strategic priorities.
• Monitor operational trends, identify risks and performance gaps, and implement corrective action plans where necessary.
• Lead governance processes, escalation management, and issue resolution to ensure seamless service delivery.
• Support partner selection, onboarding, expansion, and transition initiatives as required.
• Evaluate operational and financial performance, providing insights and recommendations to senior leadership.
• Ensure compliance with contractual obligations, regulatory requirements, company policies, and security standards.
• Develop reporting frameworks and performance dashboards to provide visibility into partner performance and business outcomes.
• Lead and mentor team members responsible for partner management and operational oversight.
• Collaborate with executive leadership on long-term operational strategies and customer experience initiatives.

Wonder If You Are a Good Fit for This Position?

• Bachelor's degree in Business Administration, Operations Management, Communications, Finance, or a related field.
• 8+ years of progressive leadership experience within contact center operations, customer experience, business process outsourcing (BPO), service delivery, or vendor management environments.
• Proven experience managing outsourced contact center partners, captive contact center operations, or a combination of both.
• Strong experience overseeing customer service, sales, technical support, back-office, or collections operations.
• Demonstrated success managing large-scale, multi-site, multi-client, or multi-partner contact center environments.
• Strong understanding of contact center performance metrics, including Service Level, Average Handle Time (AHT), Quality, Customer Satisfaction (CSAT), Net Promoter Score (NPS), Productivity, and Workforce Management principles.
• Experience developing and managing partner governance frameworks, performance management programs, and operational review processes.
• Strong commercial and business acumen with experience managing operational budgets, performance targets, and strategic business objectives.
• Familiarity with contact center technologies, CRM platforms, workforce management systems, reporting tools, and operational analytics.
• Proven ability to influence and collaborate with senior stakeholders, both internally and externally.
• Strong analytical, problem-solving, negotiation, and decision-making skills.
• Excellent communication and presentation skills, with the ability to engage effectively at all levels of an organization.
• Experience leading operational improvement, transformation, or optimization initiatives.

Preferred Qualifications

• Experience overseeing global or multinational contact center operations.
• Experience managing multiple contact center partners across different regions or geographies.
• Experience leading vendor selection, RFP processes, contract negotiations, and commercial management activities.
• Lean Six Sigma, COPC, PMP, or other operational excellence certifications.
• Experience supporting enterprise-scale clients or highly complex service delivery environments.
• Experience leading large-scale operational transformation, outsourcing, or business process improvement initiatives.

What Success Looks Like

• Contact center partners consistently meet or exceed operational, financial, and customer experience targets.
• Strong governance frameworks provide clear visibility into performance, risks, and opportunities.
• Effective partnerships built on accountability, collaboration, and continuous improvement.
• Operational efficiencies and customer outcomes improve through data-driven decision-making and strategic leadership.
• Scalable, high-performing service delivery models support business growth and evolving customer needs.ber>
• Strong alignment between internal stakeholders and external partners, resulting in consistent execution and service excellence.

This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit or stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.

All MCI Locations

• Must be authorized to work in the country where the job is based.

Subject to the program and location of the position

• Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results.
• Must be willing to submit to drug screening. Job offers are contingent on drug screening results. (Does not apply in Canada)

Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed, please contact Human Resources.

MCI embraces differences and believes diversity is a benefit to its employees, its company, its customers, and its community. All aspects of employment at MCI are based solely on a person's merit and qualifications. MCI maintains a work environment free from discrimination, where employees are treated with dignity and respect. All employees share in the responsibility for fulfilling MCI's commitment to a diverse and equal opportunity work environment.

MCI does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. MCI will consider for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements.

MCI will not tolerate discrimination or harassment based on any of these characteristics. We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. In addition, it is the policy of MCI to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works.